Melissa C

Process Optimization Consultant (Contractor)

Lisinkin Firm • Freelance

Mar 2025 - Sep 2025 • 6 mos

Manage projects to ensure successful delivery, including the development and management of the overall project plan, adherence to schedule & budget, status reporting, escalations, final corrections, and methodology compliance. Provide project status updates (Roadmap & Steering Committee deck) and align the Projects with the strategies. • Design, implement, and manage a project intake and prioritization process, including intake forms, governance workflows, and scoring frameworks. Support business case development, including ROI analysis, cost modelling, and strategic alignment, as well as roadmap development. • Process Design & Optimisation: Led a cross-functional project to the Customer Journey Stages using Value Stream Mapping SOP • Cross-Functional Collaboration: Partnered with IT, Operations, and R&D to manage with IT to automate the KPI, dashboards, and decision boards (SLA measurement). • Identify opportunities analysing the different sources and systems to determine throughout data solutions (Quickwin/projects) to improve the experience and the Customer’s process. • Data-Driven Decision Making: Collected and analyzed Voice of the Customer (VoC) data using Minitab, Power BI, and Tableau to identify key improvement opportunities, enhancing process efficiency. • Root Cause Analysis (RCA): Conducted in-depth RCA leveraging 5Whys and Fishbone Diagrams, resolving critical bottlenecks and improving operational reliability. • Standardisation & Documentation: Developed Standard Operating Procedures (SOPs) and Playbooks to streamline workflows, ensuring consistency and compliance across teams. • Continuous Improvement Leadership: Facilitated Kaizen workshops with key stakeholders to drive problem-solving and implement sustainable process enhancements. • Communication Plan with Stakeholders: Presenting Results. Achievements: Measure the lead time across all departments involved in the customer journey, from start to finish, using the strategies and insights

CS Strategy at Go to Market

Outreach • Temps plein

Jan 2024 - Jan 2025 • 1 yr

Analyse performance against agreed-upon KPIs to understand the Customer's current business strategy, and manage senior-level conversations to present it through the EBR & QBR, covering the strategics with the Customer, focusing on business outcomes, value delivered, specific business objectives, and future opportunities to demonstrate how our platform contributed to their stated goals. • Break down complex technical problems, covering prequalification, discovery, solutioning, proposal, and negotiation, and present the success plan for the following projects with the Customer. • Manage project intake, Project Management (End-to-End phases) and prioritisation to ensure all initiatives were strategically aligned and addressed core customer needs for the Small Business/Micro segments (Product Roadmap, Roadmap Projects, and Executive Summary) • Manage CRM Sync Audits for Salesforce (SFDC), reducing data errors with the customers. • Boost SaaS/PaaS adoption among SMBs and raise satisfaction scores (NPS) by mapping the customer journey to identify key pain points, and collaborating with partners to redesign internal processes that effectively address those challenges. • Enable customer success by conducting training on platform best practices and providing hands-on technical guidance for complex configurations (e.g., Snowflake Locator, Cloud Region), ensuring a seamless and accurate implementation. Achievements: • Standardized the EBR procedure to improve the Renewal stage. • Standardized the Platform audit to provide customers with recommendations, Best Practices to improve the Funnel, Strategies (Pre-Sales), and Success Plans measurables. • Proactive project to reach out to the customer to reduce the SFDC sync errors • I Promoted the adoption of PaaS solutions in SMEs, increasing monthly active usage by 30%

CX Project Manager at Go to Market

Thomson Reuters • Temps plein

Sep 2022 - Apr 2023 • 7 mos

Collaborate with UX, Segment Directors, Marketing, and Sales leaders to translate high-level strategy into a detailed, tactical, and executable project plan, building the Portfolio and Project Roadmap (SMB). Manage SMB segment project portfolio & projects using Agile, Waterfall, and Hybrid methodologies, driving growth in retention, acquisition, cross-sell, and pricing. Map and optimise the end-to-end customer journey using Voice of Customer (VoC) insights to enhance experience and reduce friction.